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Technical Support Specialist

Seattle, WA

Industry: Healthcare/Med./Biotech/Pharma Job Number: 48356 Pay Rate: $55 - $65k
The Technical Support Specialist provides support and technical issue resolution to all customers and employees by phone, email, and another electronic medium, such as network access into client System Control Centers. Configuration of client software for those customers providing internet access and serving as a member of a specialized technical support staff to provide input, direction to all Field Engineers and Managers.

Based on the critical nature of this role, the position requires flexibility to work schedules needed to cover the client's needs. Initially, you will work on the day shift, but you will have a rotation where you will need to be open to working any shift based on that rotation. This can include nights, weekends, and holidays.

Responsibilities:

Provide support and technical issue resolution to all customers and employees by phone, email, and other electronic media

Perform timely escalation of pending support-related issues to various departments for further analysis and resolution

Professionally handle incoming requests from customers and ensure that issues are resolved and/or escalated both promptly and thoroughly by tracking them in the Technical Support ticketing system

Oversee and report on the daily performance of client systems by utilizing the Remote Monitoring System in NOC (Network Operations Center)

Read technical manuals, confer with users, and conduct diagnostics to investigate and resolve problems and to provide technical assistance and support

Respond to RSM alarms quickly and document responses

Report product quality issues to Senior or Advanced Technicians for reporting

Update and provide recommended parts lists to clients, promote parts orders, and recommend inventory stocking levels to customers as required

Visit site installations and/or beta release sites to gain new product introduction knowledge prior to release

Confer with staff, users, and management to suggest and establish requirements for new systems, modifications, and for any problems or opportunities that arise

Assist in the development of training materials and procedures, and/or train users in the proper use of all systems

In collaboration with Customer Account Coordinators, assist all customers and employees with parts orders, consumables, repair and return of defective parts, and requests for information pertaining to their systems

Ensure that required documentation is accurately processed and/or completed in a timely manner, including service notifications, work orders, expense reports, and all client system reports

Communicate and share technical information with sales personnel and support personnel as it relates to their assigned customer base

Exercise proper care and accountability of all assigned company property; be mindful in spending company's money and resources responsibly, and exercise proper care and responsibility when working with customers property and/or while at their facilities

Adhere to and strictly enforce all company safety policies and procedures

Handle by telephone or in writing, inquiries concerning the operation and troubleshooting of systems

Participate in engineering design reviews as directed/required, and recommend product improvements to Senior or Advanced Technicians

Submit reports, summaries, and other documentation on the above items to ensure appropriate implementation as required

At the request of customers, create FSE dispatch requests for submittal to Customer Care Managers and maintain the status of all open notifications and service work orders as assigned/required

Assist in the development and implementation of troubleshooting aids for technical personnel to include troubleshooting manuals, videos, CDs, DVDs, webinars, and other special projects that improve customer service as assigned/required
In this role, you will be the voice of technical troubleshooting on some of the worlds most advanced robotic systems in the healthcare industry. An awesome opportunity to use your technical experience to grow into a company that loves developing military.
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